I’m having trouble signing a document sent by our notary through an email link.

After putting my initials and signature on the document, a new window via IDnow pops up and I’m asked to confirm my mobile number, followed by an option to either take a photo of my ID or to upload a document with my ID.

Either way, I can confirm my ID (passport) and get a success message, but when returning to DocuSign from the IDnow-window I get an error message saying that the name on my ID and the document doesn’t match.

I noticed that there was some text before my name, which our notary put there - could that be the problem?

Please see attached screenshots, red underline under the text I’m referring to.

Thank you in advance,
Pierre

I’m having trouble signing a document sent by our notary through an email link.

After putting my initials and signature on the document, a new window via IDnow pops up and I’m asked to confirm my mobile number, followed by an option to either take a photo of my ID or to upload a document with my ID.

Either way, I can confirm my ID (passport) and get a success message, but when returning to DocuSign from the IDnow-window I get an error message saying that the name on my ID and the document doesn’t match.

I noticed that there was some text before my name, which our notary put there - could that be the problem?

Please see attached screenshots, red underline under the text I’m referring to.

Thank you in advance,
Pierre

Hi @pddlc,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

 Christopher | Docusign Community Moderator

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